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Public services
Citizen Services Assistant
An AI service desk for municipalities and public institutions that takes citizen requests with photos and location, routes them to departments with a time to resolve, keeps citizens updated, books office appointments and runs events, announcements and surveys.
New to MonoChat? This creates your account and workspace and installs Citizen Services Assistant for you. Already have an account? Sign in and the app page opens so you can install it.
- Web chat
- Voice messages
Citizen Services Assistant
By MonoChat, an official Meta Business Partner
Free to install
What Citizen Services Assistant does
Citizen Services Assistant is the service desk of a municipality or public institution on WhatsApp, Instagram and web chat. It works around the clock and answers citizens in their own language, including voice messages.
You choose the kind of institution once (municipality or public institution), and the categories, topics and wording follow it.
Service questions are answered from your approved service guide. Emergencies are never turned into requests: the assistant gives your emergency instructions instead. Whenever a person is needed, it hands over to your team.
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Every request, tracked to the end
A citizen reports a broken street lamp, a pothole or overflowing bins. The assistant picks the category, asks for a photo and the location pin when the category needs them, and gives a reference number.
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Nothing waits too long
Each category goes to its department or person with its own time to resolve. Requests past their time are flagged and supervisors are told.
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Citizens hear back
The citizen hears when the work is scheduled, in progress, resolved or rejected, with your note, and is asked for a rating at the end. A low rating creates a callback for your team.
Screens and features
Everything you work with once Citizen Services Assistant is installed.
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Service questions
Answered from your approved service guide: which documents to bring, fees, forms and which office to go to.
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Office appointments
Free times per office and service, booked in the chat, with a reminder the day before and a short satisfaction question after the visit.
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Events and courses
Sent as cards with capacity, fees and documents to bring. Registration in one tap, with a waiting list when full; when a place frees up, the next person is moved up and told.
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Announcements by topic and district
Citizens subscribe by topic (roadworks, water cuts, events…) and district, only with their consent. Announcements go out a little at a time, with delivery counts.
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Consultation surveys
Up to five questions (rating, choice or written answer) for subscribers, answered right in the chat, with results per question. Off until you turn them on.
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Reports
Over 7, 30 or 90 days: requests by category, district and status, time to resolve and the share resolved in time, ratings, appointments, events, subscribers, announcements and surveys, and what the assistant and the team handled.
See Citizen Services Assistant
How to get started
From install to your first answered customer.
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Install the app
Install Citizen Services Assistant in your workspace.
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Choose your kind of institution
Municipality or public institution. The categories, topics and wording follow it.
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Set up categories and offices
Give each request category its department and time to resolve, add your service guide, and the offices and services citizens can book.
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Turn the messages on
Each automatic message has its own switch. WhatsApp templates are written and submitted on your number for you.
- Nothing goes out in quiet hours or to anyone who said stop.
- This app is for public services. It is not for political parties, candidates or election campaigns, which WhatsApp does not allow.
Install free
New to MonoChat? This creates your account and workspace and installs Citizen Services Assistant for you. Already have an account? Sign in and the app page opens so you can install it.
FAQ
Citizen Services Assistant: FAQ
Straight answers before you install.
Which institutions is it for?
Municipalities and public institutions. You choose the kind of institution once, and the categories, topics and wording follow it.
How are citizen requests handled?
The assistant picks the category, asks for a photo and the location pin when the category needs them, and gives a reference number. Each category goes to its department with its own time to resolve, and requests past their time are flagged to supervisors.
Do citizens hear what happens to their request?
Yes. They hear when the work is scheduled, in progress, resolved or rejected, with your note, and are asked for a rating at the end. A low rating creates a callback for your team.
What happens with emergencies?
Emergencies are never turned into requests. The assistant gives your emergency instructions instead, and hands over to your team whenever a person is needed.
Can it be used for election campaigns?
No. This app is for public services. It is not for political parties, candidates or election campaigns, which WhatsApp does not allow.
Which channels and languages does it support?
WhatsApp, Instagram and web chat, around the clock, in the citizen’s own language, including voice messages.
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AI tools & flow nodes
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Ready-made AI tools and flow nodes for your own flows: web search, opening hours, handover, webhooks, routing and more.
Productivity
MonoChat Tasks
Turn conversations into tasks: assign them to your team, track their state, discuss them with comments and set reminders, right next to the chat.
Developer API
WhatsApp Template API
Send approved WhatsApp templates from your own systems with one API call; the conversation then continues in MonoChat.
Developer API
Session Link
Get a direct link to a customer’s conversation from your own systems; the customer and the conversation are created if they do not exist yet.
Reports
Ads Referral Report
See which ads and posts bring you messages: every chat started from a click-to-WhatsApp or Instagram ad, by ad, day and channel.
Start automating today
Install Citizen Services Assistant in minutes
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